2nd Line Support Engineer - Birkenhead - £24000 pa

Job Description

2nd Line Support EngineerBirkenhead - £24000Our client needs a Desktop Support Engineer to help with the general day-to-day operations of IT primarily within HQ and supporting remote users when required.This is a hybrid role that will be flexible between home and head office in Birkenhead.Duties & Responsibilities

• Log support calls and document their outcome with accuracy to facilitate the resolution of common queries and build a centralised knowledge base to contribute towards performance monitoring of the IT Department
• Recognise and appropriately escalate support requests to the appropriate team members of the IT Department to help ensure the highest standard and is always maintained
• Communicate effectively within the team and always maintain a professional attitude
• Provide end users with updates on the progress of outstanding support issues by taking ownership and ensuring resolution, even if escalated or outsourced externally
• Assist IT Coordinator with the commissioning of new IT equipment including desktops, laptops, mobile phones and tablets for HQ and remote workers ensuring that all systems and components are installed, tested, operational and maintained according to theoperational requirements approved by the Head of IT
• Assist IT Coordinator with the decommissioning and disposal of all redundant IT equipment ensuring that all data is securely destroyed to HMG Infosec Standard 5 or above in line with the IT Equipment Disposal Policy
• Install, remove, and update software and or software components according to changing organisational needs where necessary to the agreed standards approved by the Head of IT
• Assist in the compilation and to partake in active continued maintenance of an accurate inventory of hardware and software assets and their location throughout
• Support on a day-to-day basis the bespoke case management system PRISM and the newly implemented CHIP system across company both in office and remotely. Actively self-educate in the use of the system from a user point of view and its overall technical operation
• Contribute and chair when appropriate meetings of the IT team, for the purpose of maintaining a team approach, sharing information, coordinating work, providing support and communicate with other IT staff to increase personal knowledge of network
• Take a proactive view to self-development when workloads permit identifying areas of self-development
• Actively uphold and promote the adherence of the IT policys, ensuring where necessary the appropriate line manager or Service Manager for IT is informed of any breach of said policies
• Always maintain confidentiality and ensure proper observance of and adherence to Confidentiality and Serious Concerns and Reporting Policy and all other company policy and procedure
• Undertake any other duties as required by the Head of IT and the IT Service Manager
• Carry all tasks in accordance with company Policies & Protocols
• Partake in regular supervision, annual appraisal, and development opportunities
• Uphold company values and behaviours

Working experience and knowledge of:

• Microsoft Exchange Server 2016
• Network Monitoring servicesIcinga
• Experience of Encryption technologies and standards
• Advanced Active DirectoryGPO, ADSS, Replication, Delegation ACL
• WAN/LAN Technologies and Protocols (VLAN, IPSec, PPTP)

A basic understanding of the following:

• Microsoft Windows Active Directory and Basic administration of Office 365
• Windows Desktop Operating Systems, Windows 7 Pro and Windows 10
• Networking ServicesDHCP
• WAN/LAN Technologies and Protocols (TCP/IP)
• Mobile Management Software such as G-Suite/Microsoft Intune/Cisco Meraki.
• Common Desktop Applications
• Current Hardware and Network Technologies
• Remote Desktop Support

2nd Line Support Engineer / Desktop Support Engineer